Mohammad was very informative and helpful. Will definitely recommend his service if families and friends would like to purchase sofas ar SCS

Purchased an end of line two seater sofa and a matching chair from Staples Corner store.
Mucked about on delivery from store agreed timings, ScS wanted to use third party (mates?) with store cancelling my delivery fee 72 hours later (£119.00 credit card) and forcing me to use cash in hand of £110.00 ????? Very dubious.
This meant I was away when items delivered late to wifey.
On my return, I discovered one of the item's seat pads (the single seater chair) had been "swapped" out for an inferior one made of lightweight fibre (this pad was for a three seat sofa from an cheaper range and labelled as such)....there was no ambiguity about it, as I unzipped the chair seat in- store at purchase time and saw what was in there....Firm foam pad (a buying choice requirement)
Several mails online about this went unanswered over eight-nine days, so returned to store with my evidence (namely photos showing a completely different item model on the interiors)
Manager dismissed this out of hand saying our word against theirs, they had no counter proof themselves to the contrary and no CCTV of the whole episode at purchase time ( testing it, sitting on it, looking at interiors etc) quelle surprise. Not interested in the evidence we had submitted or the balance of probabilities argument- who on earth buys two MATCHING identical items from the same range where one is markedly different to the other on a key specification?....only a complete and utter eejit.
We are talking about a bit of dense foam here that they implied we were trying to "thieve" after the sale or nefariously "upgrade" .....Jesus wept!

Credit card company has told us to reject the whole order (an escalation) over what we originally sought- a swap back the standard cushion for the range , same as the two seater we had bought on the day and tested and seen instore.
We await pick up, following a formal letter of complaint now sent to HQ and the Ops Director Mr. Steve Carson. Failing that, will run it by the Furniture & Home Improvement Ombudsman for a considered view.

Update:
Just heard back from the Actual Manufacturer LEBUS Upholstery- Who confirmed that the range Purchased never ever shipped with Fibre Seat Pads as an option or downgrade. Also supplied useful Information (in case of ombudsman/small court claim) about the Fibre Pad seat I did receive-which is at odds to what the Manager Carl told us when "challenged"
Thankfully, I recorded this conversation.

Strange, how the replies
from scssocialmedia team, only come now when the REVIEW goes up, and after being told "matter closed"

Josh Sent details, yet no acknowledgement as yet 48 hours later, seems that ScS only gives a stuff when bad reviews go in and only then mere lip service to make it look like they can be bothered.

Sale Invoice: S0058-1000192090

With that Invoice, you can do the legwork into the complaint and issues raised.

I bought a sofa from SCS that arrived in not great conditions. I contacted customer service numerous times via email and never got a response. When I tried to call customer service, I used the option to be "called-back" as the waiting time was very long, again, I never got a call back!!! Don't buy sofas from this distributor, it's not worth it.

Very nice and polite Mike and G-Dori delivery crew from MDA.. All the best..

Delivered my sofa bed quickly and efficiently despite difficult parking on my road

The service

Our visit to SCS Brent Cross was a success even though our two settees (double recliner) will be different colours. Assistant was patient and very helpful (we think his name was Tony)?

Antonio and his manager were brilliant.! Helpful and attentive I would definitely recommend both of these guys if you are looking for a new sofa.! Thank you Antonio 👍🏻

Lenos was so helpful in finding the right combination of chairs and sofas in the right design and size. He also helped us get a good price. We are looking forward to the furniture being delivered in May.

Jaquan and Mohammed were lovely. Best go on a weekday to order, my husband and I looked around on a Sunday but ordered on a Wednesday and the experiences are very different. We arrived an were offered a drink while walking around, once we chose the sofa, Jay sat with us going through a credit plan and each step. The first system didn't work by Mohammed was on hand to help with the back-up. While waiting we chatted to both of them and went on our way. Looking forward to our sofas!

Ordered for delivery 27th December only to chase up 31st Dec and note to say delayed until 12th Feb - no communication to advise or reason - only out of your control. Very very disappointed with service and extremely delayed delivery, no offer of compensation or apology. Will not be recommending yourselves on this basis.

Delivery men were on time, kept me up to date with time of arrival. They were professional and polite. Very happy and no complaints at all

I found my experience very well. The gentleman whom I met was extremely helpful and understanding. I returned the following day to finalise my choice and he simplified everything for me. All told I have no regrets.

Great service so far very helpful kind courtesy and efficient
Mo was excellent

The store assistant was very helpful, giving me all the information I needed

Absolutely disgusting!!! Would NEVER shop in there again and I will be telling all my friends and will be putting it all over social media!!

This company is doing very well keep up to good work

Great service, Daniel was really good and gave us all the information that we needed when purchasing our sofas

By far the worst customer service experience, we have ever had to deal with.

Sofa was purchased on 17 Oct, it was an ex display piece, the last one they had in stock of the Laz Boy. Paid in full on the day and was advised that the deliver would be arranged for the following week. We heard nothing from them for a week until we chased, at which point, delivery was organised for 9th Nov even though it was initially meant to be the 1st Nov. We were told that someone would contact us the night before to provide a time slot for the Saturday delivery. Friday comes and goes, not a peep. We reach out on Saturday to find out when the delivery is coming, at which point we are told it is in fact NOT being delivered. Although the sofa was collected from the store and the distribution centre had confirmed a delivery was to be made, they had a system issue and error which meant our delivery was omitted from the route on Saturday... Bear in mind, by this time we've had no sofa for 2 weeks already. So naturally, frustrated but understood that it is beyond our control so arranged delivery for the next available date, 14th Nov... all goes well, we receive the notification the night before, delivery drivers keep us updated, they arrive at almost 5pm on the 14th, start unloading the sofa modules into the house, only for it to be the INCORRECT SOFA.

This is where it goes from bad to worse... We advise the delivery drivers that this isn't the sofa we purchased and so they had to take it back. We contact customer service, Claire was fantastic and told us she would look into what is going on. HOWEVER, the store manager, Denis and everyone else involved including the Distribution centre (DC) folks, have been appalling. We were advised by Claire that the Store Manager is in a Zoom call and will give me a ring back as soon as he is done, it has now been 4 days, mighty long Zoom call. I was also advised by Mohammed, the sales rep who sold us the sofa, that another manager by the name of Daagaan would contact us by 2pm the next day to provide an update/explanation. Again, nothing.

It has been 4 days since the failed delivery, and we have ZERO updates on what is going on and where our sofa is. We had an event on Saturday with no where to seat guests. No one wants to take accountability, no one is owning up to what is going on. How does a sofa go missing? Has it been labelled incorrectly and sent somewhere else? No communications from anyone, whatsoever all whilst we remain without a sofa that has been fully paid for.

Store blames DC and DC blaming store, meanwhile we are stuck, being taken for a ride and STILL WITHOUT A SOFA. The mismanagement and absolute lack of regard for the customer in this entire process has been appalling. We have rung them again this morning, waited 68 mins on the line with no answer or call back. The sofa saga continues. We will be escalating this until we get our sofa and will make sure this is publicised to highlight the sheer incompetence and disregard of SCS staff.

The only person trying to help and has been in the cross fire, has been Mohammed, the Sales Assistant. It is beyond his control, but he has been the only person that is supporting us through this, and trying to get us answers. Give this man a promotion and hire more like him.

DC blamed the store and said that the store wrapped the incorrect sofa for them to collect when the sofa is no longer at the store. First and last time we will be purchasing from SCS. You only got our custom as you are the only stocking in the UK to hold this particular brand.

Shame on you.

**UPDATE AS OF 26 NOV**

STILL without a sofa. Was promised a delivery on Monday 25th and guess what, a no show. With no update on where the sofa is or why the missed delivery occurred. Not a single person is taking any accountability and we're 6 weeks without almost £4k or a sofa.

Avoid SCS, an absolute shambles of a company.